Tag Archives: Customer Centricity

Tweet I work as a consultant with numerous globally recognised brands – often at the forefront of Customer Experience (CX) and organisational transformation initiatives. photo credit: pierremarcel Before even setting foot on the client site, I have always made it … Continue reading →

Tweet Business processes are collections of structured activities and tasks that produce a specific product/service for your customer(s); they encapsulate ‘WHAT you do’ and ‘HOW you do it’. Does my Process look big in this? photo credit: bogenfreund Over time, … Continue reading →

Tweet I am very pleased to say that Unleashing the Tiger was recently syndicated by Customer Think – a Thought Leadership site that covers: customer-centric business management, Customer Relationship Management, Customer Experience Management and Social Business. photo credit: psd CustomerThink is a … Continue reading →

Without people, organisations simply do not exist. Your people are the ‘oil in the machine’. Except that, in the post-industrial age, most companies can no longer continue to operate successfully on such a mechanistic basis. In the information age, companies must function on a more dynamic basis, forming new, ad-hoc team structures organically as and when required. Continue reading →

Organisations that place their products and services at the centre of their corporate thinking face the same fate as the dinosaurs – they are doomed to extinction. They need to change their culture and behaviours from the very core; to stop pushing products and to start winning customers hearts, minds – and wallet share. Continue reading →